Job Title:

HR Support Specialist (Hybrid)

Shift:

M-F 7am-7pm Must have the ability to work staggered hours between 7am-7pm EST for ticketing support (40 hours per week expected, with potential for evening hours support)

Qualifications:

Experience with HR Service Now/HR ticketing system support Strong email communication skills Prior Workday experience/support

Responsibilities:

The HR Support Specialist serves as the first point of contact for employee HR and Payroll-related inquiries, providing timely and accurate support through a centralized ticketing system. This role focuses on resolving routine Workday, HR, and Payroll questions, processing standard transactions, prioritizing and assigning severity of requests, escalating non-standard issues to SMEs, and ensuring a consistent employee experience by following established policies, procedures, and service level agreements (SLAs). The position supports approximately 20,000 employees—including both deskless and desk-based populations—to resolve key HR & Workday questions. Employee Support & Case Resolution Receive, document, and respond to employee HR and Payroll inquiries submitted through the HR ticketing system, HR Service Now Provide Tier 1 support for questions related to: Workday tasks, navigation, and transactions Payroll and timekeeping Leave of absence and PTO HR policies and procedures HR systems and self-service tools Benefits and programs Deliver clear, professional, and customer-focused communication in all written interactions Ticket Management & Escalation Accurately log, categorize, prioritize, and track cases in the HR ServiceNow platform Resolve routine and transactional inquiries independently using documented procedures and knowledge articles Identify issues requiring additional expertise and escalate cases appropriately to Tier 2 teams Monitor case status and follow up to ensure timely resolution Knowledge Management & Process Support Utilize HR knowledge base articles and standard operating procedures to resolve cases Promote employee self-service by directing users to available tools and resources when appropriate Monitor the accuracy of knowledge base articles and partner with SMEs to update articles on an approved maintenance schedule to verify adherence to current HR and Payroll procedures #CNX200

Pay:

$20.00 - $25.00 per hour

Benefits:

Dental insurance Health insurance

Experience:

Workday:

2 years (Required)

HR Service Now/HR Ticketing System:

2 years (Required) Shift availability: Day Shift (Required)

Work Location:

Hybrid remote in Devault, PA 19432